Manages customer complaints assuring accurate complaint description, root cause is identified and a meaningful preventative measure is documented. Determines if customer claims are valid based on complaint evidence and works to minimize NWF financial exposure.
Essential Functions:
Manages and resolves customer accommodations, complaints, inquiries, credit requests, returns and demands.
Reviews actions as documented in the PSR are applicable and follow up with appropriate people and departments as necessary to facilitate closure.
Determines when PSR information is complete and complaint can be closed.
Administers the Supplier Deviation Reporting (SDR) process & system.
Adjudicates disagreements on complaint accountability to assure the correct department is identified.
Determines validity and scope of claims are accurate to minimize NWF financial exposure.
Prepares, processes and authorizes credits, returns, allowances and adjustments.
Provides Accounting Department return or claims accrual information for period close.
Monitors PSR Database for anomalies to assure accurate reporting.
Review, manage and approve freight charges to the appropriate general ledger number.
Provides back-up support when necessary to the Compliance Manager.
Performs other duties as assigned.
Interaction:
Works with all manufacturing facilities
Interacts with Plant Management including Plant Managers and Quality Managers
Interacts with all Corporate functions, but primarily Accounting, Sales, R&D, and QA
Occasionally interacts with Senior Management
Qualifications:
Minimum 1-2 years of experience in Quality or Compliance in a manufacturing industry
Knowledge of NWF manufacturing and products to enable investigation of complex issues
Strong verbal and written communication skills
Strong Analytical and problem solving skills
Multi-tasking and Organizational Abilities
Negotiating Skills
Decision Making
Ability to determine trends
Root Cause Analysis
General knowledge of Adobe applications, Microsoft 0ffice and Lotus Notes
Benefits
Medical Insurance
Prescription Drug Plan
Dental/Vision Insurance
Employee Incentive Plan
Flexible Spending Account
Cash Accumulation Plan-401K
Life/AD&D Insurance
Short- Term/Long-Term Disability
Vacation Plan
Paid Holidays
Employee Assistance Program
Adoption Assistance Program
Tuition Reimbursement
Maternity/Paternity Leave
Pet Insurance
$55,900-$65,000 a year
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